Contact Centre Training Specialist in Southampton, United Kingdom

Job Description

We recognise the value in having people with a variety of backgrounds, experience and skills in our business. That means the role requirements here should be seen as a guide, not a checklist. If you have more, less or different experiences, but relevant skills, we’d love to hear from you.

We work flexibly and will help you to find a healthy balance of remote working and time in our fantastic Southampton office, collaborating, taking part in events and getting to know people that makes working with us so rewarding. We welcome the opportunity to discuss reduced hours and job share arrangements.

The Role

Responsible for updating, coordinating, and delivering training to Contact Centre colleagues. Helping to develop engaging training materials and facilitating training sessions to equip contact centre employees with the skills and knowledge necessary to deliver outstanding customer experiences.

This role involves creating induction programs, continuously improving training initiatives, monitoring performance, and collaborating with stakeholders. In addition, develop training that has been identified through Quality assessments or reports and further development needs via a variety of methods (face-to-face and virtual)

You will:

• Design interventions that consider the audience and environment – therefore engineer blended solutions that are appropriate and effective in collaboration with the Training Consultant and Training and Quality Manager.

• Ensure that the content and material for existing programmes is kept up to date and communicated to those impacted.

• Deliver learning content in an engaging way, assessing understanding and delivering session outcomes within required timescales

• Undertake quality monitoring against defined standards and provide individual coaching to improve performance.

Our role categories range from CUK15 (entry level) to CUK1 (Brand President) so you can clearly see internal development opportunities. This role is a CUK11 and is offered on a full time, permanent basis, with hybrid working in our Southampton office, including up to two days from home.

About You

Fresh ideas and different perspectives are what excite us most and help us to succeed. Alongside bringing these to the role, you’ll also need:

• Learning design, development, and some delivery of blended learning strategies.

• Administration and project management experience, ideally in the delivery of learning interventions and programmes

• Ability to adapt to changing priorities and handle a fast-paced work environment.

• Sales Training experience

• Customer Service training experience

Being part of our team has its advantages…

We’re a holiday company so we know there’s more to life than work. Our comprehensive range of benefits are designed to help your personal and financial health and wellbeing.

• Home and office-based hybrid working (up to 2 days from home)

• Recognition scheme with prizes and awards

• Employee Discounted Cruising plus Friends and Family offers

• Regular office events including live entertainment, lifestyle events and charity partner fundraisers

• Extensive learning and development opportunities

• Employee-led networks

• Employee Assistance and Wellbeing programmes

• Company paid Health Cash Plan and health assessment

• In-house Occupational Health help and access to digital GP

• Life Assurance

• Parental and adoption leave

• Employee Shares Plan

• Electric Car and Cycle to Work schemes

• Onsite restaurant offering range of healthy cooked and grab and go meals

• Discounted retail and leisure via discounts portal

• Minimum 25 days leave, bank holiday allowance and holiday trading scheme

• Contributory Defined Contribution Pension scheme

• A friendly welcome with help settling in

Please note: Being able to create unforgettable holiday happiness is a brilliant opportunity so we often receive high volumes of applications for our roles. In these cases, we may close our job adverts early and aren’t able to consider applications once this happens.

#LI-Hybrid

#Job Functions: Customer Service; Training; Sales;

#LI-KP1

About Us

Holidays are one of life’s greatest pleasures. Having the chance to relax, escape and explore is a magical thing. And there is no better holiday than a cruise.

No one knows cruising like Carnival UK, where talented people from across the globe come together to create unforgettable holiday happiness. As part of the world’s largest holiday travel and leisure company, we take enormous pride in bringing to life two of the most iconic brands from Britain’s rich seafaring heritage, P&O Cruises and Cunard. Collectively they have been delivering unbridled joy, boundless adventure and lifelong memories to millions of people for over 350 years. And in a multi-million pound global holiday market, where cruising has barely scratched the surface, we have the opportunity to do that for many, many more people.

Our diverse yet tight knit teams share high standards, heartfelt values and passion for our purpose. Our Culture Essentials describe the expectations we have for ourselves and of each other, in building a culture that supports safe, sustainable, compliant operations and celebrates diversity, equity and inclusion.

It’s through the successful delivery of these extraordinary travel experiences for our target markets and our distinctive culture, that we hope to become Travel’s Employer of Choice.